Student Support Representative

Contour's front door, for families who need a fast, warm answer.

You're the first voice a family hears when something needs sorting, from access and billing questions to scheduling and the trickier calls that need a steady hand. You answer live, resolve what you can on the spot, and never let a request drop between you and the next team. This is a fast-paced, people-first role for someone who thrives in a busy queue and genuinely likes helping people.

Working across phone, email and SMS, you'll keep every family feeling heard and looked after, throughout their entire Contour journey. Most of what lands on your desk isn't about tutoring, it's everything around it: the scheduling clash, the billing question, the family who just needs someone to actually listen. Doing that well, quickly and without dropping the ball, is what keeps small friction from ever becoming a reason a family walks away.

Who We Are

Contour was founded in 2020 by students who saw that the quality of your education was basically a lottery. Teachers stretched thin by the system, learning materials that varied from school to school, and support that stopped the moment you left the classroom.

We began with 5 students in a room. Today 15,000+ students have trusted Contour as their academic partners, and we've grown to 500+ team members across 10 campuses in Australia. In 2025 we ranked #8 on the AFR Fast 100 of fastest-growing companies.

We've produced hundreds of 99+ ATARs, tutored the world-record UCAT scorer, and placed 850+ students into medical and dental schools across Australia.

Contour is made up of three brands:

• Contour Education → academic performance in high school
• Contour MedPrep → entry into medical and dental schools
• Contour TestPrep → entry into selective and scholarship schools

Contour is built by students, for students.

What You’ll Do

You'll be the calm, capable voice families rely on when they call, message or email Contour.

• Answer and resolve: Take live calls as your primary channel, cover email and messages too, and resolve transactional requests on the spot. Where you can't, set a dated callback and follow it through.
• Outbound and internal requests: Make outbound calls when a team member raises a ticket that needs one, and close the loop back to them once it's done.
• Route and own: Triage cleanly, raise linked requests for other teams with the context they need, and track every open item through to closure.
• Care under pressure: Handle families when they need you most with composure and empathy, know when to escalate, and never leave a family repeating their story.
• Keep the record: Log every interaction to the family record, and help families self-serve where it genuinely helps them.

What You’ll Bring

• Experience in a customer-facing, service or contact centre role, and you genuinely enjoy it.
• Fast, organised and reliable, with pride in nothing being dropped.
• Warm, clear and confident phone manner.
• Strong written communication across email and messaging.
• Handles tricky conversations with composure, empathy and a steady, reassuring tone.
• Comfortable with HubSpot and AI tools.
• Understanding of Australian school systems across states and year levels (VCE, HSC, QCE), or a fast learner who can pick it up.
• Flexibility to work shifts across a 9am to 9pm window, including some evening and weekend availability, since that's when families are most reachable.
• Melbourne-based across our Glen Waverley and CBD campuses, with a hybrid working setup.

We're open to full-time (38 hours per week) and part-time candidates. The full-time salary is $55,000-$75,000 + super, and part-time roles are paid at an hourly rate. Your roster is confirmed once you're hired and sits within our campus operating hours, so you can support our students and families.

Why You'll Love It

• Build real, lasting relationships with the families you support, not one-off transactions.
• Directly shape retention and student outcomes at a fast-growing company.
• Clear path for career development as Contour scales.
• Competitive salary plus hybrid flexibility, extra leave, EAP access, and lifestyle perks.

How To Apply

Apply now with your CV and a cover letter, then tell us more about yourself through a few quick questions.

Application Process

1. Submit your written application (CV and cover letter).
2. Shortlisted candidates will complete a behavioural and video interview assessment.
3. Final in-person interview.